Paris Williams AAP, CSTP-A SAFe 5

Experience

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  Federal Reserve Bank of Atlanta

  Sept 2001 - Apr 2004

  Senior Customer Support Representative/ District Account Support (DAS) Coordinator

  District Account Support (DAS) Coordinator• Coordinated all customer requests for initiating, discontinuing or changing their access to any FedLine for the Web, Computer Interface or FedLine DOS services, ensuring the requests were completed timely and accurately. In addition, coordinated FedLine for the Web conversions.• Developed testing schemes and executed scripts to test how FedLine for the Web - Check Services affected MICR, RORR, Check Adjustments, and Check Advices. • Provided support by answering telephone calls from customers with complex problems and/or questions. Resolved more complex problems as quickly as possible and followed -up on calls requiring additional research. In addition, logged all calls, provided management reports, and conducted follow-up calls to ensure customer satisfaction. Bank Change Coordinator• Coordinated service set-up for all new Federal Reserve services. Actively manage the implementation of new products for customers, including interfacing with internal operational functions and customer operational functions. Also, coordinated customer group meetings in support of the sales function.• Participated in the support of DeNovos and merges by current customers in conjunction with operating departments, coordinating service changes and securing agreements with financial institution’s management Show less

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  Federal Reserve Bank of Minneapolis

  Apr 2004 - Mar 2015

  Analyzes business requirements and design documentation to formulate and develop test plans, test scripts, and test cases. Executes, documents, tracks, and manages testing results and applications defects to ensure the quality of the software application code. Analyzes complex application-related problems and/or issues. Documents and implements work around methods for application-related problems. Ensures that new and existing applications and services meet standards and business requirements by working closely with FedACH Business Analysts, software development, and production support, and proactively communicates with team members and management. Show less Under general direction, proactively monitors complex RPO sponsored and supported test and production applications.Performs necessary tasks to ensure continuous processing according to published business documentation and standards. Coordinates and participates with testing of upgrades or changes affecting the RPO supported environment, includinginterfaces and FRIT infrastructure /middleware. Serves as a single point of contact for multiple National IT and RPO support teams for resolution of routine to complexissues and processing problems in an environment under severe time constraints and significant float/settlement risks. Applies a moderate to advanced knowledge of the system applications and business flows to resolve issues. Opens and reviews problems in the incident tracking system to ensure documentation is accurate and complete inaccordance with incident management best practices. Engages appropriate support group as needed for problem resolution and keeps unit management apprised of progresstoward resolution. Assists other staff members when a higher level of expertise is required for resolving a problem. Supports and advises staffregarding approaches to resolving system performance issues and problems. May provide technical one on one trainingsupport and mentoring to others on methods of problem diagnosis and resolution. Supports and monitors the daily shiftprocessing and tasks. Reviews production checklists performed by others. Analyzes and evaluates operations and providestechnical direction and recommendations to improve processes. Assists with documenting and developing operational/technical procedures. Participates with customer testing and disaster recovery/contingency testing. Show less

  • FedACH Quality Assurance Analyst II

    Feb 2014 - Mar 2015

  • Senior Production Support

    Apr 2004 - Feb 2014
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  Federal Reserve Bank of Atlanta

  Mar 2015 - now

  RPTS TS Business System Analyst IV Lead

  Provides advanced technical or production support and conducts maintenance and installation of software programs,computer systems and/or enhancements. Leads, coordinates and conducts related software, system and end-usertesting. Troubleshoots highly complex technical problems and issues. Responds to requests for information to include developing highly complex ad-hoc reports and queries in databasesand/or management information systems. Provides analytic support to department management for business planning and decision-making. Develops and revises procedures, defines processes, and leads and provides training for users. Serves as a liaison and coordinates business application enhancements and/or software updates with Division, Bank,Federal Reserve System (FRS), and/or federal agency staff. Serves as a primary contact for resolving user support issues to ensure efficient operations. Leads and participates in Division and FRS projects aimed at improving information systems. Monitors project progressby tracking activity, resolving problems, publishing progress reports and recommending actions. Provides leadership, work direction and support to less experienced staff. Show less

• 

  Federal ReserveBank of Atlanta

  Jan 2019 - now

  RPO Technology Sectiona Manager

  •Accomplishes information technology staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedures.•Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities.•Recommends information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; evaluating trends; anticipating requirements.•Maintains quality service by establishing and enforcing organization standards.•Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.•Contributes to team effort by accomplishing related results as needed. Show less